Computer/Network Support Technician

Description

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.

Diversity and inclusion are core values at Planned Parenthood of Central and Western New York (PPCWNY). PPCWNY recruits exceptional and diverse staff. PPCWNY strives to develop staff into leaders for a diverse and global workplace.

In support of Planned Parenthood of Central and Western New York (PPCWNY)’s mission, the Computer/Network Support Technician has responsibility for technical and administrative support to all end users. The Computer/Network Support Technician maintains a working knowledge of existing hardware, software, and telephone systems in use to maximize efficiency of the network and users’ utilization of them. Assists the Regional Director of IT in expanding the PPCWNY/PPNCNY/UHPP IT network and telephone system.

Essential Functions

• Assists the Regional Director of IT to develop, design, implement and maintain the Help Desk, virtual and intranet systems
• Provides technical support for end users across all PPCWNY/PPNCNY/UHPP locations. This includes acknowledging, tracking, and prioritizing all reported technical issues, and collaborating with external vendors when necessary.
• At the desktop level, provides hardware/software troubleshooting and resolution in a timely, accurate and creative manner either via telephone, email, remote support software, and/or in person
• Provides basic support for the electronic health record application and the associated environment
• Performs basic network management functions including but not limited to, creating and deleting user accounts, assignment of user’s groups and privileges, resetting passwords, resolving internet and phone/voicemail issues, fax/postage machines, and A/V equipment
• Assists Regional Director of IT in thinking strategically about emerging IT, networking and phone system technologies for health centers and make long-term plans for integrating such technologies
• Ensures that systems are appropriately secured based on best practices and other regulations such as, but not limited to, HIPAA regulations, antivirus, patching, and backup validation
• Performs installations and setup of new hardware/software and routine maintenance/repairs on selected equipment
• Assists in maintaining a current IT and telephone system architecture document
• Keeps abreast of current technical development in software, telephone and call center systems
• Adheres to internal controls, complies with agency policies, participates in the enforcement of HIPAA and maintains the highest standards of ethics and integrity
• Maintains asset tracking and conduct routine audits of agency equipment
• Develops training materials, procedures and/or train end users in the proper use of hardware and software as needed
• Coordinates with Purchasing Manager and Regional Director for IT related equipment as needed
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs in areas such as race, gender, ethnicity, creed, sexual orientation and others

Other Accountability Activities

• Performs other duties as assigned
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs in areas such as race, gender, ethnicity, creed, sexual orientation and others
• May act as a representative of the agency as requested
• Participates in affiliate initiatives

Requirements

Applicants must possess the following qualifications (or equivalent combination of education and experience):

Education—

• Bachelor’s degree in Computer Science or a related field or an equivalent combination of education and experience

Experience—

• Minimum of 2 years of experience in all areas of local and wide area network management (Cisco experience preferable) to include system configuration, setup, troubleshooting planning, designing, implementation and user support; experience installing and supporting various Microsoft server technologies (Active Directory, Exchange, Terminal Service, Operating System, and Office); experience installing telecommunications equipment is required
• Experience with electronic medical record systems required; NextGen and Epic is preferred

Knowledge, Skills, & Abilities:

• Must have excelle